Park Ridge improves patient satisfaction

By CAITLIN BYRDTimes-News Staff Writer

Published: Monday, April 7, 2014 at 5:13 p.m.

Last Modified: Monday, April 7, 2014 at 5:13 p.m.

Recalling six-year-old results from a national patient satisfaction survey, Park Ridge Health Director of Patient Experience Camy Horrell said the local hospital had the weakest scores in Western North Carolina.

“But we figured it out real quick,” Horrell said Monday afternoon.

Last month, findings from the 2012 Hospital Consumer Assessment of Healthcare Providers and Systems survey, conducted by the Centers for Medicare and Medicaid Services, found that Park Ridge has since attained the highest patient satisfaction rating in the region, and the third-highest in the state.

According to the data, the state's average patient satisfaction rating in 2012 was roughly 71 percent — the same as the national average at the time. However, Park Ridge had a rating of 85 percent, which was 1 percent less than Duke University Hospitals and UNC Hospitals, which took the top two spots, respectively.

Mission Health had the sixth spot with a patient satisfaction rating of 83 percent.

These findings were compiled and published in the March edition of North Carolina Business Magazine.

Horrell, who has served in her current role at Park Ridge for almost five of the last nine years she has worked at the hospital, credits a series of internal changes for the improved results.

“In 2009, we re-looked at our customer service program we were using to train employees,” Horrell said. “We revamped it and put in place what we call the 'Park Ridge pillars.'”

The five pillars are compassion, presentation, safety, efficiency and excellence. Horrell explained that each pillar correlates to specific behaviors to help staff and physicians understand what it means to embody each trait in the hospital.

“When we changed the culture, that's when we saw the scores improve,” she said. “We always want the patient to be involved in their care, and we try to provide them a voice to be able to talk to us in layman's term about their experience and their needs.”

For example, the hospital put an interactive patient system in place called the GetWellNetwork. With the program, patients can request a patient advocate, tell staff whether their room is too cold or their food food isn't hot enough. The response time to each request, Horrell said, is roughly five minutes.

“It gives them a voice to speak with a physician,” Horrell said of the technology.

However, the director of patient experience also said the improved score comes from a push for managers and leadership to gain a better understanding of what patients and staff deal with on a day-to-day basis. For the last five years, the hospital has had members of management and leadership take a one-hour shift each week to greet and help patients coming into the hospital.

“It's amazing the stories we've learned by just being at the front door,” she said. “It also gives a presence that even when you are nervous and scared, someone is going to be there to greet you with a warm smile and ask you, 'Where do you need to go and how do I help?'”

Horrell said the hospital's next patient satisfaction goal is a 90 percent.

<p>Recalling six-year-old results from a national patient satisfaction survey, Park Ridge Health Director of Patient Experience Camy Horrell said the local hospital had the weakest scores in Western North Carolina.</p><p>“But we figured it out real quick,” Horrell said Monday afternoon.</p><p>Last month, findings from the 2012 Hospital Consumer Assessment of Healthcare Providers and Systems survey, conducted by the Centers for Medicare and Medicaid Services, found that Park Ridge has since attained the highest patient satisfaction rating in the region, and the third-highest in the state.</p><p>According to the data, the state's average patient satisfaction rating in 2012 was roughly 71 percent — the same as the national average at the time. However, Park Ridge had a rating of 85 percent, which was 1 percent less than Duke University Hospitals and UNC Hospitals, which took the top two spots, respectively. </p><p>Mission Health had the sixth spot with a patient satisfaction rating of 83 percent.</p><p>These findings were compiled and published in the March edition of North Carolina Business Magazine.</p><p>Horrell, who has served in her current role at Park Ridge for almost five of the last nine years she has worked at the hospital, credits a series of internal changes for the improved results.</p><p>“In 2009, we re-looked at our customer service program we were using to train employees,” Horrell said. “We revamped it and put in place what we call the 'Park Ridge pillars.'”</p><p>The five pillars are compassion, presentation, safety, efficiency and excellence. Horrell explained that each pillar correlates to specific behaviors to help staff and physicians understand what it means to embody each trait in the hospital.</p><p>“When we changed the culture, that's when we saw the scores improve,” she said. “We always want the patient to be involved in their care, and we try to provide them a voice to be able to talk to us in layman's term about their experience and their needs.”</p><p>For example, the hospital put an interactive patient system in place called the GetWellNetwork. With the program, patients can request a patient advocate, tell staff whether their room is too cold or their food food isn't hot enough. The response time to each request, Horrell said, is roughly five minutes.</p><p>“It gives them a voice to speak with a physician,” Horrell said of the technology.</p><p>However, the director of patient experience also said the improved score comes from a push for managers and leadership to gain a better understanding of what patients and staff deal with on a day-to-day basis. For the last five years, the hospital has had members of management and leadership take a one-hour shift each week to greet and help patients coming into the hospital.</p><p>“It's amazing the stories we've learned by just being at the front door,” she said. “It also gives a presence that even when you are nervous and scared, someone is going to be there to greet you with a warm smile and ask you, 'Where do you need to go and how do I help?'”</p><p>Horrell said the hospital's next patient satisfaction goal is a 90 percent.</p><p>___</p><p>Reach Byrd at caitlin.byrd@blueridgenow.com or 828-694-7881.</p>